The paper "Vodafone Service Blue Print" is a perfect example of a marketing case study. Vodafone Australia provides different goods and services to the customers. The company is involved in the sale of mobile handsets, smartphones, and provision of internet services as well as the sale of sim cards to the customers in Australia. The company has been able to achieve the goals of customer satisfaction as a result of the measures that it has put in place. A service blueprint was developed in order to aid in the process of customer satisfaction.
The service blueprint is a graphical representation which shows how services within an organization interact with one another with the aim of forming a larger service experience (Huang & Sarigö llü , 2012). In most companies, the concept is used for promoting efficient customer satisfaction. This is also applicable for Vodafone Australia. In Australia, the customers have to undergo through a registration process before their sim card is activated. A verification process has to be carried out in order to meet the legal requirements. The information about the customer has to be verified and documented.
The process may take a long period of time which may impact negatively on the customer experience. The service blueprint is, therefore, aimed at promoting good customer satisfaction and enhancing the quality of service among the customers. Customer satisfaction process is essential for the company and it forms a significant aspect of its goals and objectives. The paper discusses the service blueprint concepts in relation to the process of acquiring new sim cards at Vodafone Australia. Discussion Key customer and employee action Entering an area is one of the key customer actions.
This is the first point of contact between the customers and the company. This action mainly involves the customer visiting the premises of the company in order to purchase the sim card. This point is crucial since it determines the impression that the customers will have with regards to the company. When the customers enter the premises of a company, the reception that they receive determines the quality of service that they are likely to receive at the company (Chaffey & Ellis-Chadwick, 2012). This is essential to the customers since they have decided to purchase the product of the company.
Waiting in the queue is also a key customer action during the process of acquiring a new sim card. The customers have to queue since the company usually serves a high number of people on a daily basis. Depending on the number of customers, the queuing time may take too long. Queuing for long may lead to negative customer experience. This is considering that the customers always want prompt services. It is also important to note that the customers may be discouraged when they have to wait for too long before being served (Hatten, 2015).
This may influence the customer decision with regards to purchasing the products and services from the company. Giving the documents to the company for the purpose of facilitating the registration process is also an important customer action. This is a mandatory requirement for the customers during the registration process. The customers cannot be registered without the documents and hence making the action important. It is at this point that the customers can be able to know about the credibility of the company when dealing with the customers.
This is considering the documents are important in providing information related to the customers.
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